Delivery & Returns

We hope you’ll be satisfied with our products but in the unlikely event you’re not, you can return any item as long as the protective sticker has not been removed. Return it to us in the same condition you received it for an exchange or refund, within our returns period shown below. There are some exceptions so please see below for items that cannot be returned.

Returning Items

Please pop them in the post to:

Giggle Knickers, Giggle Knickers Ltd
C/o Taas Enterprise Ltd
Unit 21 Merchant Drive
Mead Lane
Hertford
SG13 7AY

along with the returns card to let us know who they are from and if you would like a refund or exchange. This bit’s really important because without that information all we have is a pair of knickers in a box and no idea who sent them.  You can return most items or cancel an order, with some exceptions (see Items that can’t be returned) for any reason. The protective gusset cover must not have been removed. No garment will be accepted  as a return if the protective cover has been taken off. Please note once the protective cover has been removed it will not re attach.

If your item was shipped to the UK, your return needs to reach us within 28 days of receipt unless you have told us you wish to cancel your order (see Cancelling orders). If your item was shipped to outside of the UK, your return needs to reach us within 38 days of receipt.

We may accept a returned item received outside the 28-day return period but late returns will be credited via an e-gift card to the value of the return, which will be valid for 12 months.

Cancelling orders

You can cancel an order prior to dispatch from our warehouse and you will not be charged postage. Once the order has left the warehouse the garment must be returned through the return process. The protective cover must not have been removed from any garment being returned.

Items that can’t be returned

Most items you buy can be returned for a refund or exchange if you change your mind, with the following exceptions:

• Gift cards are non-returnable and cannot be refunded.
• Knickers that have had the gusset sticker removed for any reason will not be accepted as a return.
• Delivery charges won’t be refunded unless the goods were faulty. However, if you’ve asked for a size or colour replacement then you won’t be charged again for shipping when we send those.

Please ensure you take reasonable care of any items you’re returning, as we may not be able to give you a full refund if the value of an item is diminished by something you’ve done (e.g. wear, marks, etc.). When trying on items please avoid make up or lotions coming into contact with them. Please also make sure that knickers are tried on over your own underwear, as we may refuse returns where it’s obvious this hasn’t been done. Do not remove the protective gusset cover

Your statutory rights are unaffected.

Faulty Goods

If anything you order from us fails prematurely due to defective workmanship or materials, we would be happy to offer a full or partial refund, repair or replacement as appropriate in the circumstances. Please contact us at info@giggleknickers.co.uk to arrange return of faulty items.

Items received as a gift can be returned, however refunds can only be sent to the original payment card. Please be aware that the person who bought the items will automatically get an email about any returns, refunds or replacements.

If you’d like replacement items costing more than the returned items, please make sure you have the cardholder’s permission before requesting these from us. Alternatively, you can pay any difference with your own card – just add a note on your return form that you’d like to do this. However, we advise that you do not write payment information on the return form, as it’s not secure. Once we’ve confirmed receipt of your return, please contact us at info@giggleknickers.co.uk with your telephone number and we shall call you back for your card details for the extra payment.

How to Return Goods

Please check that any items you’re returning meet our returns policy. If your item was shipped to the UK, your return needs to reach us within 28 days of receipt. If your item was shipped to outside of the UK, your return needs to reach us within 38 days of receipt.

There’s no need to let us know in advance that you’re returning something just pop them in the post to

with the returns card we sent with the order.

It’s best if you can re-use the packaging we shipped the goods in, but if that’s not possible then please use any suitable packaging that will sufficiently protect the items in transit. Please make sure you cover up the original delivery address, so that the parcel doesn’t mistakenly get delivered back to you.

We recommend that you get proof of postage of your return and keep this until you’ve received your refund or replacement.

We will send you an email to let you know once your return has arrived, and it will then be processed as per your instructions.

UK Returns

Returns

Giggle Knickers Ltd®
C/o Taas Enterprise Ltd
Unit 21 Merchant Drive
Mead Lane
Hertford
SG13 7AY

US Returns*

Returns

Giggle Knickers Ltd®
C/o Taas Enterprise Ltd
Unit 21 Merchant Drive
Mead Lane
Hertford
SG13 7AY

We recommend that you send your return using a tracked service and keep your tracking receipt until we’ve confirmed receipt, so that you can make a claim with the carrier in case it doesn’t reach us. Once your return reaches our offices it will be processed for refund. You’ll get an email to let you know once your package has arrived in the UK*. Your return will then be processed according to your instructions.

International Returns*

Returns

Giggle Knickers Ltd®
C/o Taas Enterprise Ltd
Unit 21 Merchant Drive
Mead Lane
Hertford
SG13 7AY

You will need to pay return postage for all international returns. We suggest you send it via an insured, traceable method and keep your shipping paperwork so that you can make a claim with the carrier if it gets lost.

You’ll get an email to let you know once your package has arrived in the UK*. Your return will then be processed according to your instructions.

*Please allow for any adverse conditions which might affect goods coming back to the UK, such as extreme weather, disruption to postal services / airlines, or delays in return consignments clearing UK Customs. Although there’s nothing we can do to control or influence the speed of customs clearance, we’ll have a record of which orders are involved in each consignment and will make allowances if a delay at customs causes your return to reach us outside the normal returns period.

Returning goods on which duty has been paid.

Please clearly mark your return parcel as ‘Returned Goods’. If this isn’t done and Giggle Knickers® incur any incoming customs charges as a result, then unfortunately these charges will need to be passed on to you.

If you’ve paid import duty for items bought which you then return to us, it should be possible for you to claim a refund of duties from your local customs authority. To do this, you’ll need to show them proof of duty paid and proof of re-export (e.g. your certificate of return posting) when claiming your refund.

For any questions about duty payable or refundable, please contact your local customs authority direct.

Processing Returns

We’ll send emails to keep you updated on the status of your return. These will be automatically sent to the email address on the order when it was placed (even if you subsequently change the email on your account).

Once we’ve got your return we’ll process it as quickly as possible, but please allow up to seven days from when we received it for this to be done.

If no return instructions are enclosed, we’ll refund you for the returned items if they meet our returns policy criteria.

Please allow for anything which might affect your return getting back to us, e.g. extreme weather or disruption to postal services/airlines.

Refunds

Refunds will be credited back to the card used to pay for the order.

If your card has expired, you’ll need to give us the new expiry date before a refund can be processed.

We’ll send an email to let you know once your refund has been submitted. Please then allow up to a further five working days for your card issuer to process the credit to your account (unfortunately this delay is outside our control).

Please note delivery charges won’t be refunded unless the goods were faulty.

Exchanges

Please allow up to seven days after we confirm receipt of your return for it to be processed. Unfortunately we can’t guarantee that replacement items requested on your return form will still be available or still be on sale or promotion by the time the return is processed. Replacement items will be exchanged at the live price on the date that the exchange is processed.

Replacement items will be automatically sent using free standard shipping .If you’d like them sent express (for countries where this option is available) please request this with your return. The difference between standard and express delivery costs will then be charged to your card.